13.
Always Be There For Me.
Mayo
Practice
When I Need
to Come to You
Connected
Care
Health &
Wellbeing
Innovation
Accelerator
When You Can
Come to Me
When I Never Knew
I Needed You
And Help Me
Understand and
Apply Innovation to
My Work

17.
Mayo Clinic Center for Innovation
What we’ve learned about People…
• People’s definition of health is more
than just clinical stats, it’s about
being there for the people they love.
• People are dissatisfied when we don’t
know their story and who they are.
• Cost is one of the greatest fears in
health care, people will avoid
interacting with the system until they
absolutely must.
• People have reasons for what they
do, even if it’s not what we’d like
them to do.
Insights

18.
Insights
What we’ve learned about the System…
• Poor design and usability in
electronic systems and piece-work
fixes to systemic problems have
created a lot of waste.
• Protocols have been allowed to turn
patient conversations into checklists,
which undermines our ability to build
trusted relationships with patients.
• We tend to give up on people when
they aren’t compliant with our view of
what is important.
Mayo Clinic Center for Innovation

19.
Insights
What we’ve learned about Clinic Roles…
• We have many roles for medical care
but few to support Health.
• Not everyone needs to see an MD. The
role of NPs and RNs could be
significantly optimized
• Trusted, non-licensed personnel from
the community are an untapped
resource for new roles in a population
health model.
Mayo Clinic Center for Innovation

20.
Connecting the dots of the patient journey is important and needs to be considered
Seeing Services as Patients Do
Face to Face
Telephone
Paper
Web
email
Video
Text
Orient me Diagnose me Support meTreat me Educate me Follow / Guide me
Patients’ service perspective is not siloed: multiple needs, multiple touch points, multiple channels
Patients experience healthcare service as a journey, the coordination to their need impacts their perception of the
brand.
Rhythm of connection – the need to be real
Regardless of what channel might most efficiently provide for a patient’s need, there will come a moment in which
they want to connect with someone in person. This point differs for everyone and needs to be considered.
Built space as a key touch point
Technology can be intimidating and a visit to the doctor can be stressful, scary, and perceived as invasive.
The cool and the commonplace
Once the extraordinary becomes ordinary patients will most likely be less forgiving of any impedance introduced by
technology.
Mayo Clinic Center for Innovation